
IAA, an RB Global Inc Company, Wins “Judges Choice” in Five9’s 2024 New Era of CX Awards
Five9’s New Era of CX Awards honors the most innovative companies redefining CX and AI in business. After evaluating an impressive number of entries and selecting finalists and a winner for each of the five core categories, our judges noticed that one entrant displayed remarkable impact and leadership across multiple categories. Every entrant had an amazing story to share and selecting the winners was not an easy task. However, sometimes amidst a crowd of very deserving candidates, someone rises to the top. We believe this candidate that placed as a finalist in multiple award categories deserves recognition.
That’s why we’re proud to announce that IAA, an RB Global Inc Company, has been chosen as the winner of the Five9 Judges Choice Award in this year’s New Era of CX Awards. Only our judges and participating industry analysts can nominate an entrant for this category.
IAA, an RB Global Inc Company, Drives CX and AI Innovation with Five9 Technology
IAA, an RB Global Inc Company, achieved groundbreaking results by leveraging Five9 technology to transform customer and employee experience. Results include:
52% Reduction in Attrition Rates: Introduced flexible scheduling, supported by Workforce Optimization tools, enhancing employee well-being, job satisfaction, and retention.
300% Growth in Chat and Text Utilization: Expanded channels to include chat and text, boosting customer engagement and enabling Workforce Management to balance phone and chat interactions.
10% Fewer Repeat Calls: Improved first call resolution, increasing operational efficiency and ensuring faster, more accurate responses for customers.
Stronger Employee Satisfaction: A unified phone and digital platform reduced workloads, created time for more meaningful tasks, and minimized burnout, fostering an energized and motivated workplace.
How IAA, an RB Global Inc Company, Transformed Its Contact Center
IAA, an RB Global Inc Company, is a global marketplace that connects buyers and sellers of commercial assets and vehicles across 170 countries. The company uses advanced technology to help sellers maximize the value of total-loss, damaged, and low-value vehicles while providing buyers with digital bidding options and evaluation services. Its platform is designed to streamline the sales process — reducing costs, shortening selling times, and ensuring the best returns for sellers.
The organization faced two key challenges: meeting rising customer expectations for faster, more efficient service while fostering a more engaged and motivated workforce. The need for transformation was clear, both in how the call center operated and how it could better support its employees and customers. By recognizing the connection between employee satisfaction and the quality of service delivered, the company took decisive action to modernize its contact center operations with Five9.
Key initiatives included matching agent expertise to customer needs with Interactive Voice Response routing, introducing callback functionality, and launching outbound dialing campaigns for a more proactive service approach. Next, the team moved to the fast lane with Five9 AI agents handling routine inquiries, freeing agents to focus on more complex issues with a personal touch. Adding chat functionality expanded customer contact options, ensuring quick and convenient support. Workforce Management and Quality Management tools allowed the team to better forecast call volumes, manage scheduling, and monitor performance — driving faster, stronger service.
By integrating new tools and optimizing workflows, IAA was able to create a more responsive and supportive work environment, benefiting both customers and employees. The changes fueled improvements in efficiency, engagement, and satisfaction across the board.
We are delighted to honor IAA’s hard work and drive for excellence.